Graduate Call Agent At Mikano International Limited Via Best Search Recruitment

Call Agent: Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

Group / Department: Marketing/ Customer Care

Job Title: Call Agent

Direct Manager: Customer Care Supervisor

Accountabilities:

Answer calls and respond to emails

 Handle customer inquiries both telephonically and by email

 Research required information using available resources

 Manage and resolve customer complaints

 Provide customers with product and service information

 Enter new customer information into system

 Update existing customer information

 Process information received by client, requests and inquiries

 Identify and escalate priority issues

 Route calls to appropriate departments

 Follow up customer calls where necessary

 Document all call information according to standard operating procedures

 Complete call logs

 Produce call reports, monitor the trend of activity

 Carry out follow up campaigns and report activity and outcome

Job Dimensions

Serve as an intermediary between a company and its customers, answering consumer questions and helping resolve issues with a product or service; having the ability to communicate information from the client to the correct concerned division

Success Factors

Building a healthy and consistent relationship with customers

 Representing the company at its best

 Achieving maximum customer satisfaction

 Ensuring all customer experiences are handled accordingly and are in line with the procedures and policies of the company

 Increase customer engagement and awareness

External: customers, Prospects/Potential Customers

Internal:

 Direct: Customer care call agents, Customer Care Supervisor, Customer Care Manager

 Indirect: Sales Representatives, Operation Executives, Workshop Representatives, Marketing Personnel, IT, Finance Executive, Division Representatives

Communication & Working Relationships

External: customers, Prospects/Potential Customers, system provider

Internal:

 Direct: Customer care call agents, Customer Care Supervisor, Marketing Manager, Sales Director/Manager, Managing Director, Head/GM of Operations, Finance Manager, Division Manager

 Indirect: Sales Representatives, Branch Managers, Operation Executives, Workshop Representatives, Marketing Personnel, IT, Finance Executive, Division Representatives

Education / Knowledge / Experience / Skills

A. Education / Qualifications:

 High school diploma or equivalent

 Proficient in relevant computer applications

 Required language proficiency in English (Hausa, Yoruba and Pigeon English is a plus)

 Knowledge of customer service principles and practices

 Knowledge of call center telephony and technology

 Some experience in a call center or customer service environment

 Good data entry and typing skills

 Knowledge of administration and clerical processes

B. Experience: At least 4 years’ experience in the field, worked with a power generation company is a plus

C. Skills:

 Verbal and written communication skills

 Listening skills

 Problem analysis and problem solving

 Customer service orientation

 Organizational skills

 Attention to detail

 Judgment

 Adaptability

 Team work

 Stress tolerance

 Resilience

Attributes / Personal Characteristics

 Professionalism and work ethics

 Positive attitude and energy

 Proactive, persuasive and self-confident

 Dedicated in delivering the objective and results

METHOD OF APPLICATION

Interested?

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